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Associate Help Desk Specialist(Banking trading floor support) Night shift
Location:
Chicago, IL
Description:
We are seeking an Trade Floor Support Consultant(Banking) Client (type/ industry) : Bank Working Location: Chicago Illinois (Onsite) Employment Type : Consultant Salary rage : 60K-85K(DOE) Working hours : 4PM-12AM Weekend work and holiday coverage is required Job Overview This position is responsible for day-to-day operations for trade floor users, including ticket creation, troubleshooting, hands-on technical support and fulfilment. Works as part of the trade floor support team to provide best in class support for all trading technology used by the Fixed Income, Equities and Futures businesses. Acknowledges and addresses all end user queries, requirements and needs with patience and empathy. Educates end users on new technologies and processes to enhance technology adaptation. Sustains a team environment and supports team members by effectively communicating with all staff within the team and across peer units. Key Responsibilities Functional Role: Provide day-to-day support focused on all trading and sales staff across all US offices. Receive and respond to incoming phone calls, tickets and e-mail request for support. Submit, assign and monitor tickets in Service Now queue, prioritizing the workload based on sensitivity/impact and follow up on open tickets to ensure issues are resolved within support SLAs. Support all trade floor operation hardware devices such as moonshots, thin clients, phones, turrets and mobile devices. Support for Windows OS, desktop/market data applications, Active Directory, network and remote connectivity for all end users. Perform workstation patching, application deployments and software upgrades when needed. Deliver white glove service for senior management, trade floor and VIP users. Plan, oversee and execute user IMAC activities as part of our IT service offering. Provide start of date and end of day health checks for IT systems. Document and create knowledge articles for newly discovered issues. Write technical procedures for configuration and deployment of hardware, software and related products. Perform ticket analysis to identify common issues and trends. Recommend corrective actions to resolve underlying root causes; engage with IT level-2 teams to design and implement remedial plans. Conduct independent research by reading knowledgebase articles, manuals and procedure documents. Liaise with IT Resolver teams (i.e.: level-2); and escalate major issues to Resolver Leaders, EUS Lead, and Management accordingly. Manage problems through resolution with clear communication and status updates for affected users and management. Coordinate with resolver teams to obtain/document technical procedures for configuration and deployment of hardware, software and related products. Contingency Plan Responsible to understand BCP and DR objectives; prepare EUS readiness to address and respond to emergency events through training and exercises. Create, manage and update EUS’s BCP and DR documentation. Compliance Obtain a basic understanding of the applicable rules and regulations that govern the Bank. Understand that all questions and/or clarification about such rules and regulations should be directed to the Legal & Compliance Dept. Attend the Annual Compliance training. Read and respond as necessary to all compliance-related reference and directive materials received. Comply with the Bank’s “Code of Conduct”. Minimum Job Requirements or Experience Bachelor’s degree from an accredited College or University with a concentration in IT, Computer Science or related disciplines. Three years’ experience in customer service/support, client services, production support or technical support role. Support knowledge of market data products such as Bloomberg, FactSet, Eikon, etc. is required. Previous experience supporting trade floor/banking clients is required. Strong white-glove support, communications aptitude, and conflict resolution skills. Ability to maintain composure and customer focus in high pressure situations. Good knowledge of Windows OS environment and Microsoft productivity software. Understanding of Active Directory and group policies, Microsoft Exchange and SCCM. Understanding of virtualization technology with experience supporting such environment. Ability to work independently and in a team. Must be able to lift and move equipment up to 50lbs. Additional Informations Weekend work and holiday coverage might be required Powered by JazzHR
Company:
Cinter Career
Posted:
May 17 on The Resumator
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More About this Listing: Associate Help Desk Specialist(Banking trading floor support) Night shift
Associate Help Desk Specialist(Banking trading floor support) Night shift is a Customer Service Help Desk Specialist Job at Cinter Career located in Chicago IL. Find other listings like Associate Help Desk Specialist(Banking trading floor support) Night shift by searching Oodle for Customer Service Help Desk Specialist Jobs.
Associate Help Desk Specialist(Banking trading floor support) Night shift is a Customer Service Help Desk Specialist Job at Cinter Career located in Chicago IL. Find other listings like Associate Help Desk Specialist(Banking trading floor support) Night shift by searching Oodle for Customer Service Help Desk Specialist Jobs.